My old ntlworld email account has been hacked, password changed so can’t access but it is sending out spam to people I know and also don’t know. I am no longer with virgin media due to a house move. What can I do?
As you may know, the mailbox should have been closed AND deleted automatically 90 days after you finished being a customer, according to VM's own Terms and Conditions. But the process fails all too often and leaves the former customer vulnerable to hacking and theft of personal and financial details (IMO, someone should definitely claim for damages from VM or complain to ICO!).
Only VM staff can raise a ticket to get the mailbox deleted manually. The friendly Forum Team will visit this thread in the next few days and then take your personal details by private message.
When they say it is done, you can verify it is gone by running the email address(es) through mailtester.com.
In the meantime, if you still have access via an email client (Try Thunderbird - using IMAP process which synchronises with the mailbox stored on the VM server), delete everything from all the folders to reduce the information available to hackers.
We see these all the time. VM should delete these accounts properly 90 days after you leave them, but the process is often not fully completed though access to the address is properly denied. You will need VM IT and VM mail teams to delete the address fully. Wait here for one of the normal VM Forum Team to pick up this post and arrange for the deletion. They will need details from you and will explain how to do this when they answer this thread.
I will ask the Mods to ensure this happens. You can try the "forgotten password" link to regain access to the account. I doubt you'll be successful.
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Hi, I posted yesterday about my ntlworld email, it’s a secondary account on my 90 year old fathers account which he had for years. He used vm for both tv and broadband until he came to live with me when he didn’t need it any more.
so far I’m locked out of Facebook, they nearly managed the same with amazon and eBay, and spam emails have been sent out to some of my contacts. More worrying, my father has just shown me an email he received a few days ago supposedly from vm asking him to pay his account up to date.
i can’t get through on the phone and am at a loss of what to do. This needs Urgent attention but I can’t find anyone to talk to, all options on the telephone are for people who have accounts now. My dad was a loyal customer for years!